Customer Services Portfolio Manager

Job Description

Make a real difference for millions of customers 

At EDF, our purpose is simple – to help our customers thrive. In our Portfolio Service & Experience team, you’ll play a key role in delivering outstanding service to business customers and partners, making sure every interaction counts. 

This is your chance to lead, shape, and inspire a high-performing team, while owning the end-to-end experience for a portfolio of brokers, consultants, and strategic customers. 

What You’ll Be Doing 

As a Customer Service Portfolio Manager, you’ll lead from the front – driving performance, building relationships, and creating exceptional experiences. You’ll: 

• Take full ownership of the customer journey, ensuring seamless service across all channels
• Lead and develop a hybrid onshore/offshore team (approx. 11–15 people), creating a culture of high performance and accountability
• Manage relationships with our strategic Third-Party Intermediaries (TPIs), including brokers and energy consultants, acting as a trusted partner
• Lead regular client meetings, both virtually and face-to-face
• Act as the key point of escalation, resolving complex customer challenges
• Gather and translate customer feedback into actionable insights, influencing internal stakeholders
• Collaborate across our Business & Wholesale (BWS) teams to continuously improve the service we deliver
• Drive performance across three key areas, customer experience, employee engagement, and Business value & results

You’ll also have the freedom to shape how your team works – from priorities and schedules to recognising success and driving improvement. 

Who You Are 

We’re looking for someone who combines strong leadership with deep customer focus and the confidence to operate in a complex, fast-moving environment. You’ll thrive in this role if you bring: 

• Essential experience from the energy industry, ideally in a portfolio, customer service or support leadership role
• Successful leadership of teams across onshore/offshore models
• Confidence in working with strategic customers, TPIs or consultants, building long-term relationships
• Excellent stakeholder management skills, with the ability to clearly communicate customer insight and influence decisions
• Experience of handling escalations and high-profile customer interactions
• An organised, resilient and abled management of competing priorities in a fast-paced environment
• A natural collaborative approach, bringing people together to solve problems and improve outcomes

If you’re a commercially driven account leader who enjoys building relationships and delivering growth, we’d love to hear from you. 

Pay, Benefits and Culture 

The contractual location of the role is Gadeon House, Exeter, and the current requirement is to work from our Exeter office twice a week. There is an expectation of travelling nationwide to meet customers as well as internationally to meet our Partners, potentially several times a year or for extended periods.  

This role has a starting salary of circa £45,760 per annum. However, you’ll be appointed based on your existing salary, competence, experience and qualifications. As well as potential for an annual bonus, and a market‑leading pension scheme, your package will include customisable benefits such as electric vehicle leasing, discounted gym membership, life assurance, tech vouchers, experience days and more.  

At EDF, we believe there are multiple definitions of what it means to succeed. That’s why we offer you the freedom to develop a career that’s unique to you. Here, Success is Personal – it’s your journey, powered by us. 

Everyone is welcome at EDF; we’re committed to building a workforce that reflects gender balance, social mobility and inclusion of minority ethnic backgrounds, LGBTQ+ communities and those with disabilities. As a Disability Confident employer, we will support applicants requiring adjustments.